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Returns & Refunds

How long does it take for a return to be processed?

We will process your return on the same day we receive your items. Please allow up to 5 working days for your bank to process your refund.

How do I return an item?

In order to quickly identify your return, please make sure to reference your name and order number in the return package.

For your convenience, we use myHermes for all our UK returns. This service allows you to drop your parcel off at over 3,500 local retail outlets nationwide or have the goods collected from your home by a courier. For more details please visit the myHermes website at

To return your item, please take the following steps:

1. Repackage the unused (tried on only) item in the original packaging.
2. You will need your, e-mail address, delivery postcode and payment card/PayPal details to make a payment of £2.50 and create your returns label. Please follow the step by step instructions on the following link:

International or non UK mainland Returns

To return your parcel to us, you can use your local postal service requesting the standard delivery service, but ensuring you opt for the extra compensation where possible - this will ensure you are adequately covered in the unlikely event of your parcel going missing in transit. cannot be held responsible for any returns parcels lost in the post, therefore keep your receipt as proof of postage.

The Returns address is: Returns Department Limited
Group First House
12a Mead Way
BB12 7NG

Our return policy

At we always aim to provide high quality goods that are fault free and undamaged. On the rare occasion that goods may need to be returned, the return will be governed by the following Terms and Conditions:

1 - All orders dispatched from contain a 'returns card' which, unless otherwise stated, must be fully completed in the unlikely event of damage or fault to the goods. The 'returns card' must be fully completed by the customer in order to be entitled to credit or replacement of the product/s in question. All necessary information must be included in the 'returns card' in order to be entitled to a credit/replacement. Any 'returns card' sent without order numbers will not be credited.

2 - If the customer receives goods that do not match the order then, unless accompanied by the 'returns card' detailing any changes, stating the reasons for the change and the options available to you, the customer should contact within 7 days to arrange collection and return of the goods. The customer will be given the option to have the goods replaced with those ordered, though will not be held responsible for any return shipment costs. Replacements will only be issued upon our receipt of the returned goods.

3 - is not obligated to accept goods for return due to customer ordering error or surplus stock etc. On occasion where accepts such a return, it does so under the understanding that a 15% handling charge applies and that the customer is liable for carriage and freight charges. Under no circumstances will accept any goods returned without its prior consent.

4 - The customer understands that only unused and complete goods may be returned to Any goods returned must be undamaged and in their original packaging.

5 - If the customer receives goods that have faults upon delivery, must be contacted within 14 days to arrange collection and return. All goods must be returned in their original condition with a completed 'returns card', all packaging and documentation. If the product return is satisfactory will provide the customer with a replacement product, to be dispatched upon receipt of the return.

6 - If goods should develop faults within their assigned warranty period, the customer will be entitled to repair or replacement under the terms of the specified warranty.

7 - Any goods damaged during transit, whereby the damage is apparent on the receipt of the delivery, must be made aware to within 7 days to arrange collection and return. The goods must be returned with a completed 'returns card'. A replacement product will then be dispatched upon receipt of the returned goods.

8 - It is the customers statutory right to a 'cooling off' period beginning upon completion of the order and ending 5 days after the goods have been delivered. If the customer changes their mind about the goods within this period they must be returned to Trueshopping Ltd within 5 days of receipt accompanied by a 'returns card' containing all of the necessary information. Goods may only be returned should they adhere to the following conditions:

  • - Undamaged/unopened packaging
  • - Product is in original/saleable state
  • - No human/animal hairs
  • - No marks/stains
  • - No damp products/packaging
  • - Must include completed 'returns card'

9 - Should consider the goods to be unsaleable (due to the above conditions) the right to refuse credit is reserved. reserves the right to exercise discretion with respect to any returns under these Terms and Conditions due to the following factors:

  • - Any use or enjoyment you may have already had out the Goods
  • - Any characteristics of the Goods which may cause them to deteriorate or expire rapidly

10 - The customer is required to provide a 3 day notification of any damaged goods, to enable to advise carriers about the problem.

11 - reserves the right to refuse credit of any goods returned anonymously.

What happens if my item is faulty, not what I ordered, or something is missing?

Please contact our Customer Services department to speak with an advisor and arrange your return, details of which can be found on the Home Page of our website.

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